Why Helpwave?

TL;DR

In short: quality.

Our #1 goal is to help our customers ship AI support experiences to their users with confidence.

For us, quality means developing our AI solution to:

• Admit when it doesn't know and intelligently guide users to support channels
• Consistently find the right content and not hallucinate
• Provide rich citations that help users inspect answers
• Leverage many sources while prioritizing authorative content

It also means providing the end-to-end tooling needed for the entire support lifecycle. Beyond customer-facing AI assistants, Helpwave provides a copilot for support team members and actionable reporting for content and product teams.

Technical Deep Dive ✨

In our journey, we've talked to hundreds of companies who are eager to use generative AI to provide better self-serve experiences for their users. Many of them had experimented with creating their own LLM Q&A apps or tried other services, but often didn't ship because they felt the quality and reliability weren't there.

Ingesting content from many sources

Knowledge about technical products often lives in many places: documentation, GitHub, forums, Slack and Discord channels, blogs, StackOverflow, support systems, and elsewhere. Smartly ingesting all of this content, and keeping it up to date over time, quickly becomes the full-time task of a team of data engineers.

Helpwave addresses this by:

• Automatically ingesting content from common public and private content sources with out-of-the-box integrations (while prioritizing them appropriately)
• Frequently re-crawling your sources to find differences and keep your knowledge base up to date

Finding the most relevant content

Our retrieval and neural search engines address this by using:

• Accounting for time, author, source type, and other metadata that's important for prioritizing trustworthy content
• Custom embedding and chunking strategies for each content source
• Neural search that combines semantic and keyword search to balance vector similarity and keyword matching
• Tailoring of the embedding space to your specific organization and content

Minimizing hallucinations

Here are some of the key ways in which we minimize hallucinations with our grounded-answer system:

• Retrieving the right content
• Providing citations
• Staying on topic
• Rapidly experimenting at scale

The Team

Our team is made up of engineers passionate about machine learning, data engineering, and user experiences. We're excited to solve the challenges in this space and help companies provide the best self-serve support and search experiences possible to their users.

We started one year ago distributing an e-commerce solution to many clients, and they were so happy with it that they suggested we also manage their other channels such as mail and meta social networks. Helpwave is a customer support platform built for e-commerce companies.

Connect all of your customer service channels: Email, Chat, Voice, Messenger, Facebook, Instagram, and SMS, and manage all of them from inside one Helpwave dashboard.

Respond to customers in seconds with back-office data from Shopify, Magento, BigCommerce, ReCharge, and others.

You can find more about what we do on our YouTube channel, watch one of our on-demand Masterclasses, or join a member of our team in live, instructor-led training.

Feel free to sign up for a 7-day free trial in the top right corner of our website. You can also book a quick call with us so we can go over your business needs and give you a walkthrough of how Helpwave works.

Don't take our word for it! Use our free trial to test Helpwave with your toughest questions.

E-commerce Integrations

Helpwave seamlessly integrates with popular e-commerce platforms such as Shopify, WooCommerce, and PrestaShop. This allows businesses to manage orders, inventory, and customer interactions efficiently from a single platform.

Key Features for E-commerce

• Centralized order and inventory management
• Real-time updates and analytics
• Integrated customer support tools
• Automated marketing and sales tools

Our platform enhances customer support by integrating with e-commerce systems to provide quick and efficient responses, leveraging AI to improve self-serve support experiences.

Success Stories

Many e-commerce businesses have successfully used Helpwave to improve customer satisfaction and operational efficiency. Join them and see the difference Helpwave can make for your business.

Ready to enhance your e-commerce operations? Sign up for a free trial or schedule a demo today!